A Dual-Perspective Approach to Understanding Collegial Information Mediation in the Workplace

Abstract

This dissertation is motivated by two problems. First, despite the advances of information systems, human mediation of information cannot satisfactorily be supplanted by systems. While existing research emphasizes the importance of collegial information mediation for organizational success, it has focused exclusively on the seeker’s perspectives, producing a gap in our knowledge of the giver’s. Second, companies have been increasing their investment in implementing social software, but without understanding the complexity of the processes of information mediation. To address these issues, this study takes a dual-perspective approach to examine how employees enter into and perform information mediation, how they assess interpersonal trustworthiness, information credibility, and value-in-experience, and what challenges and benefits they encounter while engaging in the process.A mixed methods study was conducted at the Research & Development department of a Fortune 500 manufacturing company in the Midwest. To capture naturalistic experiences of information mediation, and to collect in-depth narratives of those experiences, the study was carried out in two phases. In phase one, a two-week long online diary study was conducted with 75 employees. In phase two, semi-structured interviews were conducted with 45 employees. At the beginning of the interviews, the bull’s eye method was used to collect social network data.The findings have important implications for information behavior research, design of workplace social software, and organizational practice. First, it was found that collegial information mediation can be characterized as a value-addition process, which involves multiple interventions, using multiple communication media. Second, a typology of tasks that led employees to information mediation was identified. Task type was found to be a strong predictor of their decision of whom to consult for information and their perception of information credibility and value-in-experience. Third, this study found that when interchangeably playing the roles of the seeker and giver, strategies individuals used when seeking information shaped their strategies used when providing information, and conversely. Lastly, this study demonstrated that the challenges of information mediation arose in the areas of communication, comprehension, attitude of acceptance, and time. These challenges provided a framework for developing design guidelines that can empower both the seeker and giver.